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Drs. Foster & Smith

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Reviews Drs. Foster & Smith

Drs. Foster & Smith Reviews (167)

This company is simply the best pet supply and live aquatic life supplier anywhere on the web or in the world for that matter!
They absolutely stand behind everything they sell and their livestock is of the very highest quality, bar none. They are not happy unless you are completely satisfied in every way.
I would not do business with anyone else. Period!

Review: I recently ordered puppy Vaccines from Dr.s Foster and Smith, I paid overnight shipping and the vaccines arrived Warm which are unusable, I requested new vaccines in which they sent a few days later again arriving HOT this time again unusable, I then sent both boxes back to Dr.s Foster and Smith and requested a full refund for all charges. I have not received a refund. My order number was ORDER NUMBER: [redacted].Desired Settlement: I request a FULL refund including the overnight shipping to which was useless due to hot vaccines of the amount TOTAL AMOUNT: $186.97

Business

Response:

We sincerely apologize for the inconvenience this has caused our customer. We have reviewed the customers file and show the order was for item# [redacted] - $78.99 (25 doses) and item# [redacted] - $82.99 (25 doses) with 1 Day Air shipping at $24.99. We show the package was received back to our returns building today (9/11/13). We have refunded the Paypal used on this order for the full amount of the order including shipping. ($186.97) The customer is always welcome to contact our customer service department with any of her order concerns.

We also have a 100% satisfaction guarantee.

We hope this resolves the customers concerns. They can contact us directly at (800) 575-8475 with any questions.

Sincerely,

Drs. Foster & Smith

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

After buying items from Drs. Foster & Smith I am receiving up to four spam emails a day. I have asked them to stop, but they continue.

Very poor ethics and a real nuisance.

I've used these people several times in the past and liked them. They were significantly more expensive than other places but their quality was good and their service dependable.

But I have just had a terrible experience. For Christmas, my son wanted a $300 Exo Terra terrarium for one of his pets. I looked at several places and decided on DF&S because I didn't want the terrarium broken in transit and because I was sure the company would send it according to their website's schedule. Since I was placing the order on the 18th of December and needed the terrarium by the 25th, I opted for their more expensive shipping option.

Their website said that the free economy shipping provided "delivery within 5-9 business days." So I paid extra for "up to 5 business days." An order on the 18th, right? So it should have arrived before Christmas.

It did not. On the 24th I checked the tracking number and found that the package had not even shipped. I emailed and called DF&S on the 24th to ask where the terrarium was, but they were closed for the holiday. So today, on the 26th, I received an email saying that expedited shipping was not available for that item after all, and that it would probably arrive within 9 days from today--meaning by January 4th. So much for Christmas.

Half an hour ago I called to tell them how disappointed I am. A woman named [redacted] tried to tell me that DF&S has no responsibility for the terrarium's shipping. I asked why they promised 5 day service and took my money for it but now disavow any obligation. She naturally had no answer to that. She said that she would have her supervisor come to the phone to talk to me, but then she came back on the line and said that he had refused to speak with me.

So that's that. I will NEVER buy anything from DF&S again. Something has happened to a once great company: its service is now atrocious.

Review: Company refuses to refund my money for product not received before Christmas as guaranteed on their website when I placed order.

Emailed customer service twice, and twice they refused to issue refund.Desired Settlement: Refund back to my credit card immediately .

Business

Response:

We sincerely apologize for the frustration this has caused our customer. After review it is noted that UPS states the package was refused and being sent back to us. The package has an attempted delivery on December 26th @ 2:36 PM and additionally on December 29th @10:39 AM. We don't typically refund until the package is received back. This order had 2 separate shipments. One shipment was for a dog bed and this was delivered on December 24th. The other was for flea and tick products that didn't arrive until December 26th when UPS attempted the first delivery. We apologize if any inconvenience this may have caused. Our customer also stated they would be filing a charge-back and since this was noted we don't refund as it may cause duplicate refunds. I don't see that a chargeback has been done at this time, so I will refund the customer for the flea and tick package that hasn't arrived yet. ($58.98) If our customer has further questions or concerns they should feel free to contact us at ###-###-####. 7am-10pm Sincerely,Drs. Foster & Smith

Consumer

Response:

Review: On March 11,2016 an order was placed for multiple items altogether with one agent. Most orders ship in 12 hours according to there latest magazine sent to me and on Friday if an order is placed the order shall ship on monday as ups operates a monday through friday schedule. From Rhinelander, WI to Orono, ME shipping ground being the best and cheapest method (As they offer free shipping) the order should have all arrived on Friday March 18,2016. As always they didn't pull through. So now my 150 lbs. of ferret litter will not be arriving until Monday March 21st. I don't live in Orono and UPS does not deliver to my address in hampden/bangor; so all orders of mine ship to Orono. I drive to Orono as expected to have my whole order to findout that I spent $20 for this trip once. Now on Monday I'll need to spend another $20 to drive there while in the meantime i'm out of litter as of tonight Saturday the 19th I need to go to Petco or closest store to buy more litter for another $25 because I have several ferrets whom depend on me and I need to depend on you as a customer service provider you are. Yes I was also given credit of $20 on Thursday the 17th where the lady told me things shipped on 3 different days.Desired Settlement: Leaving it to the business to make it right.

Business

Response:

We sincerely apologize for any confusion there might be with our customers most recent order placed on Thursday March 10th @ 10:17 AM. This order was processed from 3 different areas of our warehouse and so it shipped in 3 different shipments. The first shipment was 3 boxes and was the ferret litter. Being as these are 50lb bags they needed to be packaged separately. (3 boxes) We also had two other packages that shipped to our customer on this order. The date of shipment in our system is when the package was processed for shipment. We do state "Most orders ship within 12 hours and it is our goal, but not a guarantee. We do guarantee the package to arrive within the designated shipping time-frame. This order was placed on 3/10/16 with "Economy Free Shipping" (5-9 Business days) and all 3 shipments show delivered with the latest being 3/21/16 which would be the 7th business day. We do apologize that it was inconvenient for our customer to pick up their order in two shipments. I feel that we have explained this to our customer in the past and although it can be frustrating, we are within our guidelines. Our customer was offered the $20 credit and it is felt this is sufficient. We would also like to suggest our customer be sure to allow the full shipping time-frame for shipments in the future and order at least 2 weeks before he is going to run out of the necessities. This will allow for his pet's to have what is essential for their everyday care. If our customer has any further questions or concerns they should feel free to contact us at ###-###-#### 7 days a week 7am-10pm.Sincerely,Drs. Foster & Smith

Consumer

Response:

Have you heard from the company?I Did receive one reply of them basically saying they compensated me a measly $20 which was on the phone with a lady whom I told don't bother I'll be calling back to get this resolved better.Are you satisfied with the company's efforts to resolve this matter?No I am not satisfied I want them to complete there job or make it right.

Business

Response:

We sincerely apologize for the inconvenience this causes our customer. We do understand his concern, but also note that we have a satisfaction guarantee of items arriving within delivery time frame. We know this customer has been concerned in the past, due to the way his orders arrive. Meaning a drive to pick up the package is made on his end. If we can do anything to make it easier for him to receive his orders closer to home, we would be happy to try to arrange this. We apologize we can't guarantee all packages to ship in the same packages or on the same day, as we do have additional distribution centers and vendors that ship directly. This isn't any different than prior orders with us. Please let us know if we can work to have packages delivered somewhere closer to home in order to save time and effort on the customer's part.Thank you for your understanding and willingness to work with us.Sincerely,Drs. Foster and Smith

Consumer

Response:

Review: When you call customer service their recorded sales pitch states free shipping with orders of $49. It does not say to only certain zip codes. So I place an order send a check for $59.15 and they call for more money for postage. I tell them I am no longer interested, shred my check and order. A day later they have now cashed my check. They left me a voice mail about how I'd like to pay for the shipping now. Last time I checked that was extortion. The nasty customer service clerk I was on hold with waiting for her to return for over 7 minutes stated they would shred my check and order.Desired Settlement: I want my money returned immediately. This is not only false advertising but deceptive business practice.

Business

Response:

We sincerely apologize for the inconvenience this has caused our customer. We have reviewed the concerns noted by the customer and show that the customer was contacted about the additional shipping charge. We do note in the catalog and on our order forms the terms of the Free Shipping being within the 48 connecting states and to contact us for shipping rates for outside the 48 connecting states.

I also apologize that misinformation was given, as we do process the checks right away, and then distribute the orders to be placed. In this case the customer requested their money back and we did process a refund check that day (July 22nd). The refund check is processed in our system with our end of day process and printed the next day (7/23). It is then verified and mailed the following business day (7/24).

We have refunded our customer the full amount of the original check ($59.15) and mailed it out to them on July 24th. It can take 7-10 business days for delivery of the mailed check.

I hope this resolves the customers concerns. They can contact us at ###-###-#### with any additional questions.

Sincerely,

Drs. Foster & Smith

Review: I have repeatedly unsubscribed from their email list via their website, which I never subscribed to in the first place. The last time I unsubscribed, I left a comment saying that if I had to unsubscribe again, I would take action. So here I am, taking action. All I want is to be off their mailing list, permanently.Desired Settlement: Never to receive another email from them, unless I willingly subscribe to their email list.

Business

Response:

Review: I purchased live tropical fish from Drs. Foster & Smith's Live Aquaria site. They advertise to have healthy, quality aquatic life. What I received was not. The fish I received not only themselves perished due to them being diseased, but the disease has spread to the rest of the fish in my aquarium that I had previously, and has killed all my fish in a week and a half since the specimens purchased from Live Aquaria were first introduced. I've attempted several times to resolve this with the company, and every time I've brought the issue up they have avoided taking responsibility for their poor quality livestock. Not only are they unwilling to take responsibility for the fact that their products have killed all my existing fish through infection, they're unwilling to even honor their policy of refunding for their defective product, dodging the issue, and only offering store credit, when their policy states they will offer a refund to the credit card. The responses I've received to my issues have always deflected blame and implied that I was the source of the issue in some way. I've kept fish for close to 20 years. This is not a new hobby, and my methods are not at fault. The sick fish I was sent that have spread their infection to the rest of my fish, killing them all, is the issue.Desired Settlement: I want a refund, not just for the fish they sent which have all perished due to the sickness, but also to be reimbursed for the existing fish which have been lost due to the sickness their fish have introduced. The amount for the existing fish I had which have perished is $164

Business

Response:

We sincerely apologize for the inconvenience this has caused our customer.

We reviewed the customer file and all concerns pertaining to order #'s [redacted] & [redacted]. We had refunded the customer on 10/25/13 for the Blue Reef Chromis (3 x $19.99 = $59.97) and also the Yellow Tang (1 x $36.99 = $36.99) as DUW (dead under warranty). That makes a total refund of $96.96. The $59.97 was refunded to the original method of payment and the $36.99 was placed as a credit on file. Also at that time a $17.50 credit on file was offered to pay for part of the shipping for the inconvenience. At this time, we have noted all the fish on the above mentioned orders as being DUW. We will leave the $17.50 as a credit on file and also place $164.00 as a credit on file for the customer to restock their tank. We have also had the remaining amount ($119.94) on order# [redacted] refunded to the original method of payment. The only amount we were unable to refund to the original method is the $7 Reward points, as they will go back on file for future use. Also order# [redacted] was fully refunded ($171.93) to the customers original method of payment. The amounts refunded to the original method of payment have been processed and include the original shipping cost of the orders.

We hope this resolves the customer concerns. They can contact us directly at ###-###-#### with any questions.

Sincerely,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Review: For the last year this company has failed to successfully remove my information from catalog mailings and email promotions despite repeated requests and using their unsubscribe link. I have made requests to be taken off of their mailing and email list at least 5-6 times over the last year. I have been assured each time my information has been unsubscribed. This seems to last only a few months and then I start to receive their catalogs that I do not want. I owned a pet chinchilla from 2010-2013, therefore I used this company's services. I no longer own a pet (I haven't for a year), and have no need for this company's products and have communicated that to them multiple times. I want the catalog mailings to stop immediately, and for good. My direct contact with this company does not seem to be effective, so I am hoping you could help. Ordinarily I would not be filing this complaint, but as the consumer, I get slammed with up to 3 catalogs at a time that go in the recycling since they are of no use to me and I have to dispose of them. I am pretty tired of it. Thank you for your time.Desired Settlement: As described in my explanation of the problem, I want the mailings to stop and for my information to be removed from their files. At this point I feel harassed by this company's sales tactics.

Business

Response:

We sincerely apologize for the inconvenience this has caused our customer. We have reviewed the concerns and found that we had two files for this customer with different addresses, but the same email. One file was setup to receive emails and catalogs and one wasn't. We have flagged all accounts with the same name, email and phone number to not receive emails or catalogs. We have worked directly with our marketing department to have all emails and catalogs stopped.

We hope this resolves the customers concerns. They can contact us directly at ###-###-#### with any questions.

Sincerely,

Drs. Foster & Smith

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I have repeatedly requested Drs. Foster & Smith to remove and unsubscribe me from their emails, but I continue to get them. The CSR verified over the phone I was removed, yet I continued to receive emails. I have repeatedly emailed customer service to remove/unsubscribe me, but I continue to get unwanted emails from the company. Their unsubscribe links in their emails and on the online account go into endless loops to subscribe, but nowhere does it actually allow you to unsubscribe.Desired Settlement: I want Drs. Foster & Smith to remove and unsubscribe me from all their emails. I also want them to close my account completely, since I am tired of continuing to go in an endless loop of trying to get unsubscribed to their emails.

Business

Response:

We sincerely apologize for the inconvenience this has caused our customer. I have reviewed our customers file and worked with multiple internal departments to be sure they are removed from our mail/email list and deactivated their account. Our catalog marketing department states the customer was removed from catalog mailings on 4/5/15, but they will receive these until July 2015 as we have pre-printed catalogs. I apologize if this information wasn't given to the customer. I also note that our internet marketing department has removed this customer from any future emails ([redacted]). Our IT department has also deactivated this customer’s online account as the customer requested. I apologize that this wasn't followed through on sooner.

If our customer has any further questions or concerns, they should feel free to contact us at ###-###-####.

Sincerely,

Drs. Foster & Smith

Review: Drs. Foster & Smith Pet supply did not disclose that their chicken jerky called Fillets Dog Treats Chicken, I purchased for my 2 dogs was made in China.

The product caused an ongoing major skin itching and infections in both dogs. I had an expensive visit to the Veterinarian and their groomer. We went over everything the dogs consumed. I am extremely careful with their diet, avoiding chemicals, wheat & corn. Had I known the product was made in China, I would have not bought it. I returned my entire order to them which then cost me $12.75 at the Post Office. I called their customer service. I understood the problem would be handled. I am not asking for Vet bills or reimbursement for the PO expense. However, I do want a refund for the order I returned, $50.96Desired Settlement: I believe that they are a reputable company that made a huge error by not disclosing full information regarding food we feed our pets. I now have no confidence in purchasing anything from their company. Ignoring me is not a solution. All I want is a refund for my order. A reputable company that they claim to be, should do this without my having to file this complaint.

Business

Response:

We sincerely apologize for the inconvenience this has caused our customer. We have reviewed the return paperwork and don't show the shampoo ($9.99-Qty 1) and crème rinse ($9.99-Qty 1) being returned in the package. We will refund the customer for the additional $19.98 for those products.

We do have a search online that allows customers to type "Made in USA" and it will display our USA made products. Otherwise, we do suggest our customers contact us to verify where products are made. One of our friendly customer service representatives would be happy to assist.

We hope this resolves the customers concerns. They can contact us directly at ###-###-#### with any questions.

Sincerely,

Drs. Foster & Smith

Business

Response:

We apologize for any confusion. The refunds were processed back to the original method of payment. The $30.98 was processed for refund on February 13, 2014 and the $19.98 was processed on February 21, 2014. These should appear on the customers next bank statement.

They can contact us directly at ###-###-#### with any questions.

Sincerely.

Drs. Foster & Smith

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

The worst customer service... They (Joyce) was nasty and almost accusing that I was lying about a heart worm test at the North Shore Animal league. They threatened me my order would be canceled in a couple of days if I didn't don't get them the information which they were suppose to obtain. Horrible place to do business.. And they never shipped the other part of my order which I needed immediately.. And was almost 3 weeks past due. I will never do business with them

I don't know how this company could have an A+ rating with Revdex.com after reading the complaints, mostly unresolved, against them. This company is dishonest and they shouldn't be allowed to get by with it over and over and over again.
I purchased an item which was inoperable, looked like an item returned from another customer and thrown into a box with a huge SKULL AND CROSSBONES on it instead of manufacturers packaging - no instructions included.
I called Doctors Foster and Smith Customer Service over the course of 3 hours trying to assemble it - with Foster and Smith having no clue about the product they sold to me, referring me to another company's website.
Finally they said I should return it, and they would refund my money. I used the UPS shipping label. When the tracking number showed it as delivered to their warehouse, I called, asking for my refund.
Foster & Smith assured me I had been credited through PayPal days before they received it back in their warehouse. They confirmed they received it.
Paypal has received no credit from Foster & Smith for the item. A claim was initiated, with no response at all from Foster & Smith.
Consumers, BEWARE - this company will steal your money and lie to everyone involved!!!

I ordered an expensive canister filter from them ($228). The shipping was fast and reasonably priced. But it was packed poorly in a small amount of packing peanuts and the outer box was heavily damaged. The inner box the filter would normally have been sold in was in tact except for a small gash in it so I decided to accept the package.
The filter was not broken by shipping but was of really poor quality cheap plastic. The housing and tubing were all so poorly constructed that just trying to assemble the parts could result in damage to them. Some of the plastic parts were warped and do not fit together. The pump was rated at 525gph but barely puts out 250gph without any resistance. The priming method takes at least 50 times pumping a button to get it started. Then for days it makes air leakage sounds to clear the air inside. It clicks and clacks while running as something is not right with the impeller and/or shaft/housing.
I have tried 8 times to contact Drs. Foster and Smith by both using their forms and email. Not one response to my emails or requests for help. I tried calling them. Most of the time I just sit on hold for so long that I just give up and hang up. Once I got a rep who said they don't do returns of any product that was installed and I would have to contact the manufacturer. I have contacted the manufacturer who is sending a refurbished impeller to try to stop the noise but wont do warranty replacement either. This filter was a horrible purchase and was not supported by Drs Foster and Smith or the manufacturer.
So as a last consumer option, I made a polite but negative review of this product online. (2 of 5 stars). There were only 4 5 star revuews of this priduct on their site and I found that odd considering there zhould have been hundreds of these sold. Then I discovered why. DFS refused in the only email from them to publish the review stating "It did not meet their standards". I have replied several times via email demanding to know what specifically did not meet their standards so I could correct the review and repost it. They will not reply to my emails again.
When searching the web regarding complaints about DFS, I now find that I am one of hundreds that they won't respond to and that negative reviews of products are not accepted by them. I looked at their reviews again and did notice anything less than 4 or 5 stars with comments do not seem to exist.
In summation, this company sold me a poor product and will not respond or honor their online guarantees. I am out $228 and am trying to get the manufacturer (Aquatop) to replace the bad parts who will not a d provides only refurbished replacements. I implore anyone reading this to go elsewhere for your pet supplies. This company has demonstrated they have no desire to fix my current issues or to keep anyone as customers.

Everything I was told they were and everything they said they were! The specimens were 10 out of 10. Very healthy and beautiful. Starfish, Anenomi,Fish, I would say best buys and the best quality specimens. Access to Drs. Foster and Smith was easy and helpful, weather on-line or by phone.

We have made a few online purchases over the years with Dr. Foster & Smith. Their products, prices and sales have been hard to beat. I recently received an order where one of the items was incorrect. I called their customer service who's representative was very personable. Not only did they correct the order but threw in a nice gift being close to Christmas. How wonderful was that? It's nice to know there are still great companies like this still out there and they should be proud of their company. I'll definitely continue business with them and I hope others will join me by ordering from them as well.

Review: I have ordered different items on two different occasions over a period of approximately 18 months. Both times the product was sent to the wrong APO address. The first time I can excuse since there was another service member by the same last name BUT a different box number that had an account with this company. The first time the product was sent to him. When the US Post office showed it returned, the company offered to send me another. It to, went to the other individual.

I opted to try again in July of 2015. the order confirmation I received via email for this 2nd order in July showed the right delivery address. I followed up in August 2015 with a live chat session that again verified the correct delivery address. After 7 weeks and still no package, I call the company. I explained the situation with the customer service representative and was put on hold while they checked into the situation. when the CSR came back on the line, she called me by the other customer's name and read out their delivery address, not mine. After the first incident about 18 months ago and now this time, complete with 2 positive verifications of a delivery addres; to find out that they still delivered it to the wrong address is ludicrous and absurd. I did ask to speak to a manager and was put in contact with one. I explained my situation again and was offered a replacement package. I have no desire to wait another 8 weeks for delivery on something I need now. I asked for a refund of the full price and I was told that they would do that.Desired Settlement: The company agreed to refund the price to me while I was on the phone with them. It is my desire that they develop some kind of quality assurance system to keep this from happening to other customers. This is no way to run a business.

Business

Response:

We sincerely apologize for the customer’s inconvenience. We have reviewed this file and see that the customer was refunded for this order for their inconvenience and frustration. We havereviewed the system concern and forwarded the order matching concerns to our IT dept. to address right away. On 9/16/15 the customer was able to obtain the package and called us back offering to pay for the order. We againsincerely apologize for the customer’s frustration and so we have placed a $50 credit on file for the customer to use in the future. If the customer has further questions and concerns they can reach us at###-###-####.Sincerely,Drs. Foster & Smith

Review: I ordered a 20 gallon scroll fish stand, I received a 10 gallon scroll fish stand instead, I have emailed customer service on two different days and still have not heard a word from them. I have not sent the item back yet because I do not feel I should have to pay for shipping and handling to return it, since it was there mistake. I had contacted customer service several days before this asking about there safety with using there website as I hit the log in button with nothing in the username and password field and it logged me into someone elses account. Customer service assured me that they are safe and emailed me back the next day. I decided to order that product and then they sent me the wrong item. I think that there customer service is very poor quality.Desired Settlement: I want to be able to send this item back at there expense since it was there mistake and a full credit issued to my credit card on file.

Business

Response:

We sincerely apologize for the inconvenience this has caused our customer. After reviewing the file, it looks as though our Customer Support Department left a message for the customer today in order to resolve the customer concerns. (10/7/14) I will at this time, go ahead and send a prepaid label to the customer for the 10 gallon stand received in error. I will also refund the customer for item# [redacted] - 20 gallon scroll stand $29.99 as the customer requested. I hope this resolves the customers concerns. They can contact us at ###-###-#### with any additional questions.Sincerely,Drs. Foster & Smith

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

This company is awful to deal with. Their website states, "Orders shipped Monday through Thursday typically ship the same or next business day... Though we process your orders 7 days a week, our carriers pick up packages Monday through Friday." This is wholly untrue. I've placed 2 orders with them. The first was a dog bed that took 4 days for them to ship and another 11 days for it to arrive. The second was a medication order that still had not shipped by day 5. I called and asked why it had not shipped yet and was told it was being processed and would ship that day or the following day. I again asked why it hadn't shipped and why after 5 days it was STILL being "processed" and mentioned what the website said to the "friendly customer service representative". She was rude and condescending and replied, "I didn't make the website." I then told her to cancel my order since it hadn't shipped and I knew delivery would be weeks out. She said since it was still being processed (because despite what the website says, they don't process orders on weekends) it may or may not still ship and if it did we could initiate a return once I got it. Of course, I'd be charged $156 in the meantime, and no doubt their return and refund procedure also takes weeks and numerous calls. If you don't mind rude customer service and waiting 3-4 weeks for your product, this is a great business. [redacted]

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